Technical Support Agent

First point of contact for all users calling for Helpdesk Support hotline.
Deals with hardware and application support qires and issues reported to the support desk
Take ownership and responsibility of an issues from start through to a successful resolution
Escalate issues and involve Tier 2 wherever required in order to resolve issues as quickly as possible.
The duties requires that the Helpdesk Desk Agent receives and logs queries using some applications such as Zendesk, Live Person and other Helpdesk related applications.
Develop sound understanding of Helpdesk operations and related applications and systems as well as business related processes and procedures.
Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated application.
Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
Qualifications

Minimum one (1) year experience as a Technical Support/Helpdesk/Service Desk Agent from a BPO or IT-BPO.
Basic computer operations including Internet and email protocols, connectivity and understanding of Internet Networking
Familiarity with PC system and hardware troubleshooting
Has a strong customer service skills, solid problem solving skills with proficient attention to details.
Also has a strong technical understanding of Internet, networking and email protocols.
Knowledgeable in MS Office applications installation, operation and support.
Ability to communicate effectively with staff and other support positions.
Ability to construct correspondence that is professional, concise and grammatically correct.
Consistent team player with positive attitude.
Ability to multitask and stay well organized in a fast-paced environment.